Service Desk Technician

Sidley Austin•Chicago, IL

1d•$62,600 - $75,000

About The Position

The Service Desk Technician provides high-quality customer service to the firm’s end-user population by telephone and email. The role handles a wide variety of requests, inquiries, and complaints using technical knowledge of hardware and software. The technician works independently and as part of a team to deliver service and support. The required schedule is Monday 8:00 p.m.–6:00 a.m., Wednesday 10:00 p.m.–9:00 a.m., Saturday 7:00 p.m.–6:00 a.m., and Sunday 6:00 p.m.–6:00 a.m. The target salary range for a role located in Illinois is $62,600–$75,000. Compensation also includes bonus eligibility and a comprehensive benefits program. Salaries vary by location and are based on factors including market, skills, experience, and education.

Requirements

BA/BS degree or equivalent work experience; a degree is preferred.
At least three years of experience providing advanced support for document management systems, Microsoft Office Suite, document comparison applications, Adobe Acrobat Professional, internet browsers, network resources, Windows operating systems, web interfaces, and remote access such as Citrix or VPN.
At least three years of direct user support experience in a high-performance culture.
At least three years of experience supporting smartphones, including iPhone and Android devices.
Demonstrated success building strong relationships with team members and mentoring in support of organization-wide initiatives.
Strong organizational skills and attention to detail.
Good judgment and strong interpersonal communication skills.
Strong analytical and problem-solving skills.
Ability to work harmoniously and effectively with others.
Ability to preserve confidentiality and exercise discretion.
Ability to work under pressure and manage multiple projects with competing deadlines and priorities.

Nice To Haves

At least three years of prior law firm or professional services experience.
Microsoft Office application certifications.

Responsibilities

Help users resolve computer-related problems involving hardware, software, and network connections, using active listening and customer-focused service techniques.
Provide end-user, desktop, laptop, office setup, and mobile device support; perform basic printer, network, and device troubleshooting.
Answer job-specific how-to questions and install, configure, and troubleshoot approved or standard applications in the firm’s environment.
Document and maintain user request and incident records in the IT Service Management System, retaining ownership of inquiries and requests through resolution.
Escalate issues and collaborate with Level II and III Engineers and other IT groups to support timely resolution and effective service.
Meet and exceed individual and team performance standards, including abandon rate, first-call resolution, and SLAs.
Perform basic and routine systems administration tasks, such as password administration, Outlook distribution list updates, and mailbox rights requests.
Participate in cross-training and shadowing with new Service Desk team members.
Lead or assist with projects such as hardware or software upgrades and onboarding large groups.
Use, create, evaluate, and submit updates to Knowledgebase articles, and share knowledge with Service Desk teammates through designated forums.
Perform other duties as required.